Hi I am in the process of designing a new system for a customer. Their server will be hosted in a data centre and they will be connecting their phones through a VPN on the site firewall. They will not be using the Windows desktop application. Their existing system allows the receptionist to put two forms of diverts (explained below) which are activated by dialling a number from the handset. Can anyone advise the best way to do this from the handset. I have considered queues but am trying to avoid making too many changes to their existing set up if possible and suspect that there will be issues if people have to start logging in and out of queues. Also I cannot use a schedule as their hours can sometimes vary. If the only way is to use a queue then how do users log in/out from the handset? I will most likely be programming buttons for this if this is the only option. If the external number is dialled then the two reception phones ring, after a period of time and no answer a second group of phones rings. Night mode - When activated the external number goes straight to a pre-recorded voice mail. Lunch mode - If all agents are out and only one receptionist is in then lunch mode can be activated, only the main reception phone rings and if this is busy then it goes to a different voice mail message. Can the voice mail messages be changed from the handset itself or can these only be recorded using the desktop application as they will need to change these frequently as well.